Ticketing System Experts in Berlin
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Meet FRATCH Experts in Berlin, who have recently used Ticketing System
Paul K.
Last position:
Program Manager – Multi-Project Operational Stabilization (Operational Excellence) at ITDZ - IT Service Center Berlin
- Overall leadership of several strategic operations projects focusing on Workplace Services, SLA Framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as the introduction of system monitoring and feasibility studies for 24x7 operations, in some cases including implementation in ServiceNow
- Creation of various ServiceNow operating concepts covering training, access rights, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
- Executive board reports and leadership of steering committees as part of company-wide strategic objectives, as well as the establishment of new balanced scorecards for measuring KPIs related to optimization-driven project results
Yvonne T.
Last position:
Zendesk Reporting at Buddy&Selly
- Creation of new reports, triggers, and alerts in Zendesk due to price adjustments in logistics
Ola V.
Last position:
IT Lecturer
- IT training in theory and practice for IT specialists in application development and system integration
Nick R.
Last position:
IT Onside Support at Public Administration
- Mobile Device Management (MDM) for iOS devices (iPads, iPhones)
- Management, configuration and rollout of policies, apps and security measures
- eSIM setup & management as well as management of mobile plans and contracts
- User management (create, block, delete) in the SecurePIM security solution
- Device registration, preparation and setup of devices with Windows 10/11 and peripherals
- 1st & 2nd level support and handling of IT requests via the ticket system
- Troubleshooting, fault isolation and repair of devices
- Creating and maintaining guides, training new users and handling user questions
André S.
Last position:
IT Consultant SAP® Administration at Lechwerke AG (LEW)
- IT services for the administration of the SAP® systems NETZ/Sales, BW, Core, Portal
- Administration of SAP® authorizations and users via central user administration (ZBV) in SAP® Solution Manager
- Setup and further development of SAP® authorization roles
- Role assignment according to requests
- Creation, change, and deletion of users
- Incident handling and error analysis (e.g. authorization trace, debugging in test systems)
- Cooperation with the SAP® development team on new implementations and process changes
- Special tasks
- Execution of Privileged User Management (PUM) 2023–2025 using Security Bridge
- Decommissioning of the SAP® Core system and migration to S/4HANA
Jörn Hendrik A.
Last position:
Agile Coach at 50Hertz Transmission GmbH
- Development of a scaled agile working model for the work dimensions: values, roles, events, artifacts and workflows
- Team size: four delivery teams with 48 team members, five product owners, three agile masters
- Development of strategies in the area of scaled agile product development according to Scrum, LeSS and the New Work Heroes transformation helix
- Moderation of the SOL Planning Workshop for the overall project with more than 100 participants (PI planning according to SAFe)
- Coaching of all five areas and their managers for the SOL Planning Workshop (structuring the work packages, preparing the planning board)
- Coaching and mentoring for the three Agile Masters in the scaled agile team environment (four+ delivery teams)
- Moderation of scaled agile events, such as Sprint Planning I-III, Multiteam Refinement II, Sprint Review, overall team retrospective
- Support in consulting for stakeholder management and the strategic area of all project partners (construction site management: Inge, ARGE, cable producer NKT GmbH)
- Support for increasing measurability and the development of metrics according to agile product development
- Moderation of workshops, training and coaching for the overall project
- Methods and tools: Product Ownership, Scrum Mastery, Systems Thinking, User Story Mapping, Teamhood (backlog ticketing system), Miro, Kanban, Flight Level; certifications: LeSS Certified Practitioner, SAFe PI-Planning Moderator
Heiko K.
Last position:
SAP development, Adobe form development at Arvato SE
- conversion of a function-group-based Adobe Interactive Forms framework to an object-oriented Adobe framework for documents in transport/logistics and dunning (FI)
- Adobe Lifecycle Designer 11.0.1 for SAP
- creating new and troubleshooting existing forms, function modules, programs, classes, and methods
- maintaining Smart Forms
- document printing, email sending, and file archiving
- message control for deliveries, orders, invoices, proforma invoices, and transports
- ticket system: Jira
- communication: Microsoft Teams
- migrating customers to a new SAP framework
- handling incident and change request tickets
- software: SAP ERP 6.0, SAP_ABA 7.5G, S4CORE 1.05
Albrecht N.
Last position:
Senior Project Manager IT at HAYS Technology Solutions GmbH
- Leasing, lifecycle and process management for Apple iPhones, maintenance and expansion of the MDM system, coordination of leasing, device integration into DEP and MDM, followed by a rollout and hardware swap process, plus a BYOD and Android option
- Migration of the IT ticket system from ManageEngine ServiceDesk Plus to Atlassian Jira Service Management: project management, definition of ticket types, seamless execution according to a detailed timeline, user communication, decommissioning of the old system
- Project lead: SAP interface in workforce management to automate reading of working hours
- Sub-project lead for inventory software EZO AssetSonar: demand management, software selection, procurement
Mustafa A.
Last position:
System Administrator at Axel Springer SE
- Incident management and ticket handling (2nd-level support)
- Proactive detection and resolution of incidents
- Carrying out scheduled maintenance work and system updates
- Infrastructure monitoring with Zabbix
- Remote access & administration via Royal TSX
- Documentation of IT incidents and solutions
- Cooperation with internal IT teams and business departments
- Optimization and automation of internal IT processes
- Creation and management of snapshots of virtual machines in vCenter to secure and restore critical systems
Alexander B.
Last position:
Consultant at Bundesdruckerei
- Windows 10, Windows 11, Windows Server 2019/2022, Active Directory, Entra ID Group Policy, Orca, PowerShell, PSAppDeployToolKit, Intune, Office 365, Azure, Winget, SandBox
- Onsite/offsite packaging and repackaging in Intune
- Silent install / uninstall
- Use of scripting (PSADT, PowerShell)
- Distribution, planning, and monitoring of packages using Intune Admin Center
- Troubleshooting
- System monitoring
- 2nd and 3rd Level Support
- Packaging process (creation and review of installation and configuration guides, test plans, User Acceptance Testing)
- Automatic client provisioning
- Quality assurance, testing of software packages
- Workplace Engineering
- Windows Client Engineering
- Management of profiles and group policies
- Working with agile methods (Scrum)
- Use of ITSM, including as a ticket system
- Sprint planning
Omkar K.
Last position:
Operation Manager at Advance Group
- Business process optimization and quality assurance of mobility business, supporting and feedback for sales, marketing and IT teams with current market requirements
- Setting and sustaining OKR, KPIs, OLAs and SLAs in operations and customer support team with Zendesk ticket system
- Detailed management and analysis of operational data streams (e.g. transactions revenue, invoices) for products
- Addressing B2B and B2C customer issues and reporting to stakeholders
- Creating reports to stakeholders to drive operational excellence
- Product support owner for app, portal, listing and pricing
- Analysis and usage of POI data from backend
- Data handling and process optimizations in daily operations with customer support issues
- Analysis of issues and application of problem-solving methods for customer issues
- Vendor management for 200 vendors, including negotiation and contracting for lateral and bilateral engagements
- Sports, food, travel and handling master data reporting for vendors
- Tracking and checking of invoices as per contract and approval for payment
- Understanding of pricing techniques and implementation into SAP system with constant communication with stakeholders for SaaS product efficiency
- Data analysis through MS Excel, Tableau and SQL as per requirements
Wisdom N.
Last position:
DevOps Engineer at Peer Network PSE UG
- Built full CI/CD pipelines using GitHub Actions, Docker Compose, PostgreSQL, PHPStan, Newman, Gitleaks, Trivy, SQL validation, and HTMLExtra reporting.
- Implemented automated SQL import in CI (docker-entrypoint-initdb.d) and custom Postman collection merging with Node.js for deterministic API testing.
- Created organization wide PR auto labeling workflow and a Developer Mapping System (GitHub, Developer, Discord) for targeted CI notifications.
- Developed full local DevOps environment (Dockerfile.local, Nginx and Supervisor) and a 400+ line Makefile supporting CI2, local CI replication, testing, monitoring, and pre-commit checks.
- Built strict SQL validation system enforcing safe migration rules and blocking unsafe PRs.
- Automated QA reporting: HTMLExtra, GitHub Pages deployment and auto pruning.
- Implemented production API monitoring (Bash, Python, cron and Telegram alerts).
- Built and deployed Mintbot automation (GraphQL queries, retries, logging, cron).
- Designed backend and database deployment automation (SQL diff detection, DB cloning, SSH ProxyJump deployment, rollback logic, Discord notifications).
- Created reusable workflow library (Discord messaging, artifact upload, Trivy, Gitleaks, branch sync, auto update PR, auto label).
- Designed internal DevOps Dashboard architecture for CI health, PR freshness, repo analytics.
- Built GHCR base image pipelines with FFmpeg, Rust, and PHP extensions for faster CI builds.
- Standardized .github/ documentation, naming conventions, workflow structures.
- Introduced Dependabot for the backend repository and built Cloudflare Worker for CVE alerts to Discord.
- Implemented GitHub Actions enforcement: required checks, blocked outdated PRs, protected branches, mandatory reviews.
Nicolás W.
Last position:
Interim consultant for communication and marketing services; freelance project leader and project manager at Freelance
- Agencies: Aimaq & Stolle, Aperto (IBM iX), Antoni, Axel Springer Corporate Solutions, BRANDS ON MARS, Deepblue Networks, Freunde des Hauses, GERLACHHARTOG, GGD Mullen Lowe, GTB Germany (VMLY&R), GUD.berlin, Hello White Parrot, Interone, Jung von Matt, Kulturprojekte Berlin, MACKAT, Neteye (Yours Truly), Ogilvy & Mather, rethink/C3, Ressourcenmangel, Scholz & Friends, Serviceplan One, Shanghai.Berlin, Wunderman, wirDesign, zweimaleins (Saatchi & Saatchi Pro)
- Companies: Bringmeister - partner of EDEKA, DIN MEDIA (Beuth Publishing), eprimo, GLOBUS Markthallen, Miles & More/Lufthansa, MOIA, VDA – German Association of the Automotive Industry, VIP Services Frankfurt
- Roles: Client Service Director, unit head, account director, account manager, project manager, product owner, brand manager, senior marketing manager, marketing officer
Peer H.
Last position:
Interim Manager, IT, Project & Business Consultant at Perpetuum Enterprise GmbH
- Interim management in areas such as IT, software development, product management, project management, marketing, controlling/finance and HR
- References: SPAR Österreichische Warenhandels-AG
- References: Hervis Sport- und Modegesellschaft mbH
Hagen B.
Last position:
Consultant for Product Management and Agile Software Development at Deutsche Akkreditierungsstelle DAkkS
Discover over 15,000 top freelancers
Statistics of experts using Ticketing System
Aggregated from the professional profiles of matched freelancers.
Experience
19 years (Germany: 21 years)
Position duration
2 years (Germany: 2.9 years)
Positions per freelancer
16 (Germany: 15)
Top business areas
Information Technology, Project Management, Operations
Top industries
Information Technology, Retail, Banking and Finance
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
60% (Germany: 70%)
Master's degree or higher
40% (Germany: 36%)
Doctorate
10% (Germany: 5%)
Certifications per freelancer
3
Most common languages
German, English, Portuguese
Speak two or more languages
100% (Germany: 96%)
Based on our profile pool as of 19 Sep 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Berlin are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Berlin using Ticketing System
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 19 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
Ticketing System experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (87%)
- Retail (60%)
- Banking and Finance (53%)
- Government and Administration (47%)
- Automotive (40%)
- Manufacturing (40%)
- Media and Entertainment (40%)
- Professional Services (40%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
What It Is
A ticketing system organizes requests, incidents, questions and service tasks in a shared workflow. It assigns ownership, tracks status, records communication and preserves a searchable history. Companies use ticket management for internal IT support, customer service, facilities and operational teams.
What It Builds
Professionals configure service desks that turn incoming email, web forms, chat messages or monitoring alerts into structured tickets. They create queues, priorities, service-level rules, approval paths and knowledge workflows. The result is a clear process from first request to resolution and reporting.
Ecosystem And Tools
The work may involve Zendesk, Jira Service Management, ServiceNow, Freshservice or a custom help desk. Strong expertise also covers identity systems, CRM and ERP integrations, APIs, webhooks, automation rules and reporting tools. ITSM practices, customer support operations and data governance often shape the design.
When To Bring In Experts
A company usually needs specialist support when ticket volumes become difficult to control, teams work in separate inboxes or service quality is hard to measure.
- Replace email-based request handling with structured queues
- Connect support workflows with CRM, monitoring or identity tools
- Migrate ticket history without losing ownership or context
- Standardize categories, permissions, escalation and reporting
Berlin Collaboration
Berlin companies may use ticketing systems across technology, public services, media, logistics and professional services. Freelance experts can work remotely, join on-site workshops or combine both approaches. Clear documentation and communication in English or German can help distributed teams align on workflows, integrations and acceptance criteria.
What Strong Experts Deliver
The best professionals begin with user journeys and operational goals rather than copying a default configuration. They model concise forms, useful categories and escalation rules that teams will actually follow. They test permissions, automations, integrations and reporting with realistic cases, then document the system so internal teams can maintain it.
Frequently asked questions
Curious about Ticketing System? Here are the answers that come up again and again.
A ticketing system captures and organizes requests such as technical incidents, customer questions, access needs and service tasks. It helps teams assign responsibility, track progress, apply priorities and review response patterns.
A ticketing system adds structured ownership, statuses, audit history, automation and reporting that a shared inbox usually lacks. A shared inbox can suit a small, simple process, while ticket management is stronger when several teams, channels or approval steps are involved.
A strong ticketing specialist may work with Zendesk, Jira Service Management, ServiceNow, Freshservice or a custom help desk. Useful adjacent skills include ITSM processes, CRM integration, API and webhook design, identity management, workflow automation and service reporting.
The right ticketing system experience depends on the scope, integrations and number of service teams involved. A straightforward workflow may need configuration expertise, while migrations, complex permissions, multilingual support and custom integrations call for deeper delivery experience.
Yes, ticketing system work is often suitable for remote collaboration because configuration, testing and documentation are digital. Berlin teams may still benefit from on-site discovery sessions when service processes involve several departments or sensitive operational handoffs.
A quality ticketing system has clear request forms, sensible routing, reliable permissions and automations that are easy to understand. Ask a freelancer to explain testing, migration checks, reporting logic, documentation and how the design supports real user behavior.
Jira Service Management is often a strong fit when service workflows must connect closely with software delivery, change management or internal technical work. Zendesk may be preferable when the main focus is customer communication and support across multiple channels.
Before configuring a ticketing system, clarify the request channels, teams, ownership rules, service targets, integrations, data to migrate and reporting needs. It is also important to agree on decision makers, access boundaries, testing responsibilities and how success will be reviewed.
The average hourly rate of freelancers in Berlin, Germany who have used Ticketing System in their recent projects is 104 €, which corresponds to a daily rate of about 833 € based on an 8-hour working day.
Of the freelancers in Berlin, Germany who have used Ticketing System in their recent projects, 60% hold at least a Bachelor's degree, 40% hold at least a Master's degree, and 10% hold a doctorate.
On average, freelancers in Berlin, Germany who have used Ticketing System in their recent projects have 19 years of professional experience, with a single engagement typically lasting around 2 years.
The most common languages among freelancers in Berlin, Germany who have used Ticketing System in their recent projects are German (100%), English (100%), and Portuguese (13%).
The most common industries among freelancers in Berlin, Germany who have used Ticketing System in their recent projects are Information Technology (87%), Retail (60%), and Banking and Finance (53%).
The most common business areas among freelancers in Berlin, Germany who have used Ticketing System in their recent projects are Information Technology (87%), Project Management (73%), and Operations (60%).
Main locations of FRATCH Experts, who have recently used Ticketing System
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
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Philipp Thomaschewski
FRATCH CEO
